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Client Engagement Specialist II

2 months ago

Atlanta, Georgia, United States OnPay Full time
Job Overview

About OnPay:

OnPay is a rapidly expanding software firm based in Atlanta, providing a contemporary cloud-based payroll, HR, and benefits solution tailored for small to mid-sized enterprises. We are eager to welcome talented and inquisitive individuals to our team. If you are looking to be part of a dynamic and growing organization, we want to hear from you.

The Client Experience team is dedicated to cultivating meaningful partnerships with our clients through every interaction. We uphold the highest standards, equipping our CX team members with comprehensive training in payroll, taxation, and the OnPay system itself. Our mission is to deliver efficient and effective product support, allowing our clients to focus on their core business activities.

Key Responsibilities:

  • Deliver Tier 1 customer support by resolving issues and answering inquiries through the online portal, phone, and chat.
  • Master and navigate OnPay systems to address client concerns effectively.
  • Diagnose problems and devise solutions for clients and internal teams.
  • Respond to client inquiries in a timely and courteous manner.
  • Ensure thorough and accurate documentation of client issues and their resolutions.
  • Ask pertinent questions to identify the root cause of issues and utilize available resources to provide precise solutions.
  • Guide and mentor junior team members, setting a positive example.
  • Engage in special projects, cross-training, and onboarding of new team members.
  • Become a Subject Matter Expert and a valuable resource for the team.
  • Consistently achieve or surpass role-related objectives.

Desired Traits and Skills:

  • Exceptional customer service abilities.
  • Prompt and professional response to customer inquiries.
  • Willingness to learn and be coached.
  • Capability to manage multiple tasks concurrently.
  • A desire to make a significant impact in a vibrant, growing company.
  • Strong interpersonal skills to engage with diverse clients.
  • Self-motivated with a sense of urgency.
  • Detail-oriented and highly organized.
  • Enjoys problem-solving and assisting others.
  • Excellent listening skills, demonstrating attentiveness, flexibility, patience, and empathy.
  • Outstanding written and verbal communication skills.

Education and Experience:

  • At least 1 year of experience in a customer experience role or a similar position within the payroll sector.
  • FPC Certification is mandatory.
  • College education (degree preferred).
  • Familiarity with Accounting/Bookkeeping, HR, Payroll, taxation, or related fields.

Benefits:

  • A relaxed, team-oriented atmosphere with a strong work/life balance and flexible working arrangements.
  • Competitive compensation, including bonuses and stock options.
  • Four weeks of paid time off, in addition to paid holidays and generous parental leave.
  • Comprehensive medical, dental, vision, short-term/long-term disability, and life insurance coverage.
  • On-site training at our headquarters.
  • A well-stocked kitchen featuring a variety of snacks and beverages.
  • Employee discounts and additional perks.

Equal Opportunity Statement:

OnPay is committed to fostering a diverse workforce and is proud to be an equal-opportunity employer. We encourage candidates from various backgrounds and lifestyles to apply, as we believe that a diverse team enriches our perspectives and enhances our work environment. All employment decisions are made without regard to gender, sexual orientation, gender identity, race, color, religion, age, pregnancy, national origin, veteran status, disability, or any other classification protected by applicable laws.